Refund policy
Overview
At Brooklands Kitchens, we take pride in the quality of our products. This policy explains how to cancel an order, how to return an item you have changed your mind about, and what happens if something arrives damaged, is faulty or is not as described. Please read it alongside our Shipping Policy and Terms of Service.
Your statutory rights. Nothing in this policy excludes or limits any rights or remedies you have under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or any other applicable legislation. Where anything in this policy appears to conflict with those rights, your statutory rights apply.
1. Your Right to Cancel an Online or Telephone Order
If you are a consumer and you ordered from us online, by telephone or by email (rather than in person at our premises), you normally have a statutory right to cancel your order without giving any reason.
- Before dispatch: you can cancel at any time before your order is dispatched and we will refund you in full.
- After dispatch or delivery: you can still cancel. The cancellation period ends 14 days after the day you (or someone you nominate) receive the goods. If your order is delivered in more than one delivery, the period ends 14 days after the day you receive the last delivery.
- How to cancel: tell us clearly that you wish to cancel, by emailing sales@brooklandskitchens.co.uk with your name, order number and the items you are cancelling. A dispatched order is not treated as non-cancellable simply because it has left our warehouse.
- Returning the goods: once you have told us you are cancelling, you must return the goods (or allow us to collect them) without undue delay and in any event within 14 days. Please contact us first so we can give you the returns address or arrange collection of larger items.
- Cost of returning the goods: unless the goods are faulty, damaged or not as described, you are responsible for the direct cost of returning them. For large or heavy items that cannot be sent back by ordinary post, we will tell you the collection cost before we arrange collection.
- Your refund: we will refund the price of the goods and the standard outbound delivery charge you paid. If you chose a more expensive delivery option than our least expensive standard delivery, we are only required to refund the cost of the least expensive standard option. We will make the refund within 14 days of receiving the goods back, or of you providing evidence that you have sent them back, whichever is earlier. If we have not dispatched the goods, we will refund you within 14 days of you telling us you are cancelling.
- Handling the goods: you may handle and inspect the goods as you would in a shop. If the value of the goods is reduced because they have been handled more than was necessary to establish their nature, characteristics and functioning (for example, they have been assembled, installed, cut, drilled or used), we may reduce your refund to reflect that loss in value.
When the right to cancel does not apply
The statutory right to cancel does not apply to goods that are genuinely manufactured, cut, altered or personalised to your own specification. We will only treat an item as falling within this exemption where that is the case and we have made it clear to you before you buy.
Standard products are not treated as personalised simply because you choose a size, colour, finish or option. For example, standard-length worktops and breakfast bars, and kitchen units supplied in standard sizes, finishes and cabinet options, remain covered by your right to cancel.
This exemption does not affect your rights if goods are faulty, damaged or not as described.
2. Change-of-Mind Returns Within 30 Days
In addition to your statutory cancellation right, we accept change-of-mind returns of standard stock items within 30 days of delivery, provided that:
- items are unused, uninstalled and in resaleable condition;
- items are returned in their original packaging where reasonably possible; and
- you can provide proof of purchase.
For change-of-mind returns, items that have been installed, modified, cut or used are not eligible for return. This restriction does not apply where goods are faulty, damaged, not as described or where the customer has another statutory right to a remedy.
If you are still within your statutory cancellation period (section 1), the cancellation rules in section 1 apply and take priority over this section, including the refund of standard outbound delivery.
3. Items Not Accepted as Change-of-Mind Returns
The following items are not accepted as change-of-mind returns under section 2:
- items genuinely manufactured, cut, altered or personalised to your specification, where we made this clear before you bought (see section 1);
- clearance or ex-display items (see section 10);
- appliances that have been installed or used;
- items bought in person at our premises, where change-of-mind returns are at our discretion;
- items bought under a special offer or bundle whose terms, shown to you before you ordered, state that change-of-mind returns are not accepted.
This list does not affect your statutory right to cancel an online or telephone order where that right applies (section 1), or your rights where goods are faulty, damaged or not as described (section 5).
4. How to Request a Cancellation or Return
Please contact us before sending anything back, so that we can confirm the returns address or arrange collection.
Email: sales@brooklandskitchens.co.uk
Please include:
- your order number;
- the item(s) you are cancelling or returning;
- the reason (optional for statutory cancellations); and
- photographs if the item is damaged or faulty.
Returned items should be packaged securely to protect them in transit. Unless the goods are faulty, damaged or not as described, you are responsible for taking reasonable care of the goods until they are returned to us.
5. Damaged, Faulty or Incorrect Items
Please inspect your order as soon as reasonably possible after delivery. Visible damage, shortages or apparent transit damage should be reported to Brooklands Kitchens within 48 hours wherever possible, together with photographs of the product and packaging. Reporting outside this period does not affect any statutory rights you may have.
If goods are faulty, damaged or not as described, we will put things right in line with your rights under the Consumer Rights Act 2015. Depending on the issue and when it is reported, this may be a repair, a replacement or a full or partial refund. Where goods are faulty, damaged or not as described, we will cover the reasonable cost of returning or collecting them.
For worktops, see also section 6: worktops must be inspected before they are cut, drilled, jointed, altered or installed, regardless of when installation takes place.
6. Inspection Before Installation
All products must be inspected carefully before installation, cutting, drilling, jointing or other modification. This is particularly important for worktops, panels, doors, sinks, appliances and other products which will be permanently fitted or altered during installation.
Products should be fully unpacked sufficiently to inspect all visible surfaces, edges, finishes and dimensions before work begins.
If a product appears damaged, defective, incorrect or otherwise unsuitable, installation must not proceed. Please photograph the issue and contact Brooklands Kitchens before carrying out any work to the product.
Where a customer or their installer proceeds to cut, alter or install a product despite a defect being apparent, or where the defect ought reasonably to have been identified during the required pre-installation inspection, Brooklands Kitchens will not be responsible for avoidable installation, removal, alteration or reinstallation costs resulting from the decision to proceed, to the fullest extent permitted by law.
Customers should allow Brooklands Kitchens a reasonable opportunity to inspect the reported issue and provide the appropriate remedy before incurring further costs.
Nothing in this policy excludes or limits any rights or remedies which cannot lawfully be excluded under the Consumer Rights Act 2015 or other applicable legislation.
7. Refunds
Once a returned item has been received and inspected, we will let you know the outcome. Refunds are made to your original payment method.
- Statutory cancellations: refunded within the timescales in section 1, including the standard outbound delivery charge.
- Faulty, damaged or incorrect goods: refunded without undue delay, and within 14 days of us agreeing that you are entitled to a refund, including any delivery charge you paid for those goods.
- Change-of-mind returns under section 2 made after your statutory cancellation period has ended: we refund the price of the returned item. The original delivery charge is not refunded, and return costs are your responsibility. Refunds are typically completed within 5–10 working days of us receiving the item.
8. Deductions From Refunds
For cancellations and change-of-mind returns, we may reduce a refund where:
- the value of an item has been reduced because it has been handled more than was necessary to establish its nature, characteristics and functioning;
- items are returned incomplete; or
- items have been damaged because they were not packaged or handled with reasonable care when being returned.
We will explain any deduction. No deduction is made where goods are faulty, damaged in transit to you, or not as described.
9. Cancelling Before Dispatch
You can cancel an order at any time before it is dispatched and we will refund you in full. If your order has already been dispatched, you can still cancel it under section 1 where that right applies, or return eligible items under section 2.
10. Ex-Display and Clearance Items
Ex-display and clearance items are priced to reflect their condition. Any marks, wear or imperfections we have told you about before purchase will not be treated as a fault. These items are not accepted as change-of-mind returns under section 2, but this does not affect your statutory right to cancel an online or telephone order (section 1) or your rights if an item has a fault that was not disclosed to you (section 5).
Contact Us
If you have any questions about cancellations, returns or refunds, please contact us.
Brooklands Kitchens
Email: sales@brooklandskitchens.co.uk